月收入：基本工資+津貼+獎金等9500元-10500元
有OnQ系統操作經驗者優先
職位描述：
與員工有效的溝通，提供明確指示，關注員工的表現并給予激勵。依相關程序面試，挑選，培訓，督導，評估，管理前廳部所有員工。留意大堂交通狀況，根據需求進行人員調配。
關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。
對前臺進行日常管理，用敏銳的判斷力和決斷力解決客戶的問題。
通過訓練及一致的管理，領導和激勵團隊員工。
在前廳經理/前廳副經理不在的情況下，作為值班經理負起責任。
在夜班經理不在的時候完成夜班經理職務。
積極地參加職業培訓,讓員工保持水平一致。
做隊員的導師，提高員工水平，促進他們完成所設立的目標。
培訓部門高潛能員工，促進工作水平的提高及進一步的職業規劃。
致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。
簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。
為顧客提供熱情周到的服務，有賓至如歸感。
依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。
將客人送至客房，介紹客房布局，確保行李及時送達等。
采取必要行動，及時有效的處理顧客的不滿，適當的時候告知前廳部經理。回訪客人，確保客人對解決方法滿意。
將客人送至客房，介紹客房布局，確保行李及時送達。
作為VIP客人最先聯系到的部門，要確保他們的個性化服務。
按照客人的預定或喜好安排房間，并做詳細目錄管理。
引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。
協同銷售，預訂及業務發展團隊共同為客人提供服務。.
確保賓客檔案信息及時錄入公安申報系統。
遵循希爾頓品牌服務標準并貫徹到實際的運作當中。
掌握希爾頓酒店集團的基本概況。
崗位要求：
能有效的用英語溝通交流。
擅長于處理賓客關系，能快速有效的應對各種問題。
以較強的人際交往能力提高客人滿意度。
優越的數據理解性，能對日常營運的數據給予合理恰當的解釋。
組織管理與督導技能。
能在強壓下勝任工作。
Position Summary:
Communicateeffectively both verbally and in writing to provide clear direction to teammembers, observing performance and encouraging improvement.
Interview,select, train, supervise, evaluate, counsel, and administer disciplinaryprocedures for Front Office team members.
Monitorlobby traffic and assign team members as required.
ReviewVIP reservations and ensure the proper handling of VIPs and groups, administeringamenity orders, and managing incoming guests.
Updatethe system by inputting inventory and non-inventory groups, monitoring specialreservation handling requests and oversee rate changes for in-house guests.
Computedaily payroll, schedules and other reports, analyze data and make decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecasts of expected arrivals and departures.
Managethe Front Office team, resolve guests’ concerns, and implement resolutions byusing discretion and judgment.
Leadand motivate team members by leading by example and employing competent andconsistent management practices.
Takeresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager.
Completenight shift duties acting as the Night Manager when he / she is not on duty.
Activelytake part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard.
Attendtraining where and when required.
Actas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets.
Maintaindiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labor Law and HR guidelines, appropriately disciplinewhen and where required.
ConductsPDRs, one-to-one meetings throughout the year, ensuring that the feedback givento team members is fair, unbiased and provides a platform for continuedimprovement, according to the Hilton standards.
Be involvedwith succession planning and development of high potential team members toensure that all team members are trained to progress to the next level of theircareer.
Contributeto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam members and guests.
Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their jobs and know what is expected of them.
Createa warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
Check-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hilton Honorsand Frequent Flyer numbers enquired about, and method of payment secured.
Ensurethat guests are escorted to their rooms, hotel facilities and room features areexplained, and luggage is delivered in a prompt manner.
Handlecomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager to follow-up, where appropriate.
Follow-upwith guests to ensure satisfaction with problem resolution.
Maintainawareness of guests’ profiles and specific preferences, ensuring that they areacted upon for each reservation.
Actas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual.
Allocaterooms in accordance to guests’ reservations, preferences and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.
PromoteHilton Honors and its associated benefits to guests who are not alreadyenrolled in the program, ensuring that existing Hilton Honors members receivepersonal and professional service that recognizes them as important guests andthat their benefits are received.
Liaisewith Sales, Reservations and Business Development teams to handle corporate guests.
Ensurethat guests’ profiles and information are input into the Police Report systemin a timely and accurate way.
ApplyHilton’s brand standards in every action, acting as a role model and example ofhow the standards should be carried out in a practical setting.
Knowledgeableof the hotel’s facilities and services as well as basic knowledge of HiltonInternational, MEAP and other properties in China.
Job requirements:
Able to read, write, speak andunderstand English to communicate effectively with guests and employees.
Able to effectively deal withinternal and external customers, some of whom will require high levels ofpatience, tact and diplomacy to defuse anger, collect and analyze accurateinformation and resolve conflicts.
Strong interpersonal skills toprovide overall guest satisfaction.
Excellent mathematical comprehension to understandand interpret numbers as they apply to operations in hotels.
Thorough organization and supervisory skills.
Proficient in accomplishing tasks.
Able to work under pressure and deal with stressfulsituations during busy periods.
